Refund policy
Return & Exchange Policy
Last updated: April 8, 2026
We want you to love your TISTELLA earrings. If something isn't right, we're here to make it easy.
Return Window
We accept returns and exchanges within 14 days of delivery. Items must be unworn, undamaged, and in their original packaging. During the holiday season (November 1 – December 31), return windows are extended through January 31 to accommodate gift returns.
What We Offer
- Exchange for a different style or color — just let us know what you'd like instead.
- Store credit issued as a digital gift card to your email — never expires.
- Refund to your original payment method — a $4.50 return shipping fee will be deducted from your refund amount. Original shipping charges (if any) are non-refundable.
How to Start a Return or Exchange
- Email us at hello@tistella.com with your order number, the item(s) you'd like to return, and whether you'd prefer an exchange, store credit, or refund.
- Our team will respond within 1–2 business days with return instructions and a return shipping address.
- Ship your item(s) back using a trackable shipping method. We cannot be held responsible for returns lost in transit without tracking.
- Once we receive and inspect your return, your exchange, store credit, or refund will be processed within 5–7 business days.
Refunds are issued to the original payment method and may take an additional 3–5 business days to appear on your statement, depending on your bank or card issuer.
Return Shipping
You are responsible for the cost of return shipping unless you received a defective or incorrect item. We recommend USPS Ground Advantage with tracking for the most affordable option.
Non-Returnable Items
The following are not eligible for return or exchange:
- Items that have been worn, altered, or are not in their original packaging
- Gift cards
- Items purchased during a final sale or marked as non-returnable
- Free promotional gifts or bundled bonus items
90-Day Quality Guarantee
We stand behind the quality of every piece we make. If your jewelry arrives with a manufacturing defect or develops one within 90 days of purchase — such as a broken weld, loose stone, or significant plating loss under normal wear — we will replace it free of charge.
To file a quality claim, email hello@tistella.com with:
- Your order number
- A clear description of the issue
- Photos showing the defect
Our team will review your claim within 2 business days. If approved, we'll ship a replacement at no cost to you. This guarantee covers manufacturing defects only and does not cover normal wear, accidental damage, or damage resulting from improper handling.
Important: Push-Pin Care
Our flat-back push-pin earrings are held in place by tension between the pin and the post. Each pair is gently pre-bent before shipping for a secure fit out of the box. If you'd like a tighter hold, gently bend the pin near the tip only — never near the decorative top, as bending too close to the weld can cause the pin to snap.
We do not replace jewelry damaged by incorrect bending. Please follow the instructions included with your order, or visit tistella.com/pages/guide for a step-by-step demonstration.
Order Cancellations
Need to cancel? Email hello@tistella.com as quickly as possible. If the order hasn't been processed or shipped, we'll cancel it and issue a full refund. Once an order has shipped, it cannot be cancelled — but you're welcome to return it under the return policy above.
Even if you contact us right away, we cannot guarantee cancellation, as our fulfillment team works quickly and orders may be processed within hours of placement.
Contact Us
For any return, exchange, or quality concern:
Email: hello@tistella.com Response time: within 1–2 business days, Monday–Friday
We're real people and we genuinely care about your experience. We'll do everything in our power to make things right.